Hotel Front Office Manager

Job Title:

Hotel Front Office Manager

Division:
Hospitality

Reports To:

Director of Hotel Operations

Location:

Hot Springs, AR

We are currently seeking a talented individual to become a Hotel Front Office Manager for a Forbes Recommended hotel. An individual could be successful if they possess the following.

The Hotel Front Office Manager is responsible for directly trains and supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Responsible for team member guest service training; ensures continuous service excellence is experienced by each and every guest, guaranteed. Always presents a friendly and professional image at the Hotel/Casino.

The following and other duties may be assigned as necessary:

• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Maintains strict confidentiality in all departmental and company matters.
• Provides impeccable guest service to all guests
• Trains, cross trains, and retrains all front office personnel.
• Schedules the front desk staff.
• Supervises workload during shifts.
• Reviews daily front office work and activity reports generated by Night Audit.
• Demonstrates exceptional leadership skills by employing a “can do” attitude – accepts personal responsibility for departmental and hotel service scores and revenues as well as the actions and results of subordinates.
• Ability to drive revenue through exceptional salesmanship and by inspiring others to achieve revenue goals.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
• Enforces all cash-handling, check-cashing, and credit policies.
• Upholds the hotel's commitment to hospitality.
• Prepares performance reports related to front office.
• Ensures implementation of all hotel policies and house rules.
• Prepares revenue and occupancy forecasting.
• Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensures that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Monitors all VIP's special guests and requests.
• Follows established procedures and policies of the company.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s Degree in hospitality management or related field required.
• Minimum 3 years’ experience in hotel/hospitality operations required.
• Minimum 3 years management experience.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Must be able to handle several projects and tasks at the same time.
• Must be able to perform the physical job duties of all Front Desk team members.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

This job has supervisory responsibilities.

• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Determines work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally…